Refund policy
Free 60-Day Trial
Moasure devices offer a brand-new way to measure, and it may take time to develop the correct technique. For this reason, we strongly encourage you to complete at least five measurements before deciding to end your free trial, and to contact our Customer Support team for assistance in achieving accurate results.
Customer Support is available to arrange a free training call with a member of our team. We are confident that with the proper guidance, you will be able to use your Moasure device effectively.
If you determine that Moasure is not suitable for your needs, you may return your order under our free 60-day trial and money-back guarantee. To be eligible, the device and all accessories must be returned in a sellable condition, in the original packaging, within 60 days of the original delivery date.
All returns must be authorised by Customer Support prior to being sent back.
Any pattern of multiple purchases and returns, repeated use of the 60-day trial, or other behavior that Moasure reasonably determines to constitute abuse, misuse, or bad faith use of the returns policy will result in the immediate voiding of the 60-day money-back guarantee.
Moasure reserves the right, at its sole discretion, to refuse returns, deny refunds, cancel orders, and/or restrict future purchases where such abuse or misuse is suspected or identified.
These terms do not affect your statutory rights. Defective devices are not subject to this policy and are covered under the separate two-year warranty included with your device (see Warranty Claims below)
Warranty Claims
Moasure’s motion-based measuring tools are built to be durable and long lasting, but in addition to our free 60-day trial, every Moasure device comes with a two-year warranty.
Your warranty is valid from the date of the original retail purchase and covers your hardware product and accessories against defects in materials and workmanship. If you need to return your device under a warranty claim, get in touch with Customer Support, quoting your order number – a member of the team will be happy to help with any issues you’re having with your device, followed by issuing your warranty replacement or return where applicable.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange your device for a like-for-like replacement during your free 60-day trial or as a warranty claim, contact Customer Support quoting your order number.
Refunds
As soon as your return has been received and checked over, we’ll send you an email update to let you know it has arrived safely, and we will also notify you of your refund status.
If your return is authorised, your refund will be processed, and will automatically be applied by your original method of payment within 5-10 working days.
If the product, product packaging and/or accessories are found to be missing or damaged, Moasure reserves the right to deduct replacement charges for these from your refund amount.
Refunds will be for the full product price paid and do not cover original shipping charges.
Late or Missing Refunds
If your refund has been approved by us but you haven’t received it yet, first check your bank account again, then contact your card provider – it may take some time before your refund is officially processed. Next, contact your bank. There is often some processing time before a refund is processed.
If you have taken these steps and still haven’t received your refund, please contact Customer Support.
Shipping
We offer free standard shipping for all orders, however, shipping costs are non-refundable. We do not provide returns shipping labels or refund the cost of return shipping – you are responsible for any return shipping costs incurred.
We cannot guarantee that we will receive your returned item, so we recommend using a trackable shipping service or purchasing shipping insurance, as we are unable to refund items we do not receive.
Depending on your shipping address, the time it takes for your order to reach you may vary.